Verbal and non-Verbal Communication - PowerPoint Presentation

Slide1

Verbal and non-Verbal CommunicationSlide2

“Verbal Communication.”

We may often think that, having good communication skills is all about the ability to speak well…..

Or all about

“SPEAKING.”Slide3

We are right……

But only 50% right.

Because….

Verbal Communication has another very important part……

“LISTENING”.

“Speaking” + “Listening” = “Verbal Communication.”Slide4

Broadly,

LISTENING

may be classified into…

Sympathetic

Listening

and

Empathetic

Listening.Slide5

Sympathetic

LISTENING

…

In sympathetic

listening

we care about the other person and show this concern in the way we pay close attention and express our sorrow for their ills and happiness at their joys.

In other words there is

“sharing”

of feelings.Slide6

Example for sympathetic

listening…

On your way back from office, you slip and fall and hurt your back. When you reach home your family members

“Feel”

for you.

They

“share”

your hurt feelings and maybe even shed a tear in sympathy.Slide7

Empathetic

LISTENING

…

When we listen

empathetically

, we go beyond sympathy to seek a truer understanding of how others are feeling. This requires excellent discrimination and close attention to

emotional

signals. When we are being truly

empathetic

, we actually acknowledge what they are feeling.

In order to get others to expose these deep parts of themselves to us, we also need to demonstrate our

empathy

in our demeanor towards them,

listening

sensitively and in a way that encourages self-disclosureSlide8

Example for empathetic

listening …

On your way back from office, you slip and fall and hurt your back. You visit your doctor.

Your doctor does not share your feelings.

He does not reject or trifle your feelings, but on the contrary, he

acknowledges

your feelings totally and treats you for your injuries.

Here, there is no

“sharing”

of feelings, but acknowledgement of “feelings.”Slide9

Speaking

consists of two parts…

1)

“What to Speak.”

and

2)

“How to Speak.”Slide10

1)

“What to Speak.”

Content development:

*

The first step is

Brainstorming.

*

The next step is to choose a

Presentation Format/ Storage System.

*

The Final step is the

Presentation

itself.Slide11

Brain Storming…

Individual Brainstorming

is the

process

of you getting your ideas out on paper.

The idea is to put down all of / most of your ideas on paper. This has

two advantages

.

1.It encourages the

unrestricted flow of thoughts

.

2. It facilitates the

strategic or comparative evaluation

of your

ideas

.

ie

. Once on paper, you have the opportunity of ranking your ideas in terms of importance and efficacy. You may now

put

your ideas against one another and choose the best ones.Slide12

Putting them all together…

Now that we know what we are going to speak, we need to put down all our ideas in the most presentable manner

.

We need a

Format

as per which we may

present these

Ideas

. We may call it a

Presentation

/

Display Format

or a

Storage System.Slide13

Need for Storage Systems

…

Asked a question,

“Do we forget due to nervousness or Do we get nervous due to forgetting?”

Eg

.

“What if you had to recite the alphabet in front of an audience?”…

“would you get nervous?”

…

“Obviously Not!”

Or…Slide14

Why do we get Nervous?

Nervousness does not cause as much Forgetting

as…..

Forgetting causes Nervousness.

*

One of the main causes of

Nervousness

is

“Forgetting”,

or rather,

“The Fear of Forgetting”.

*

In other words,

we would not get nervous if we knew for certain that we would not forget…our lines.Slide15

So, to prevent forgetting, we need …

A Good Storage System or

A Good Retrieval System….

A Good Storage System or Display Format,

also makes it easy for our listeners to understand our Ideas easily.

Let us check out a few of these

“Filing Systems.”Slide16

Storage System 1

IBC…

Introduction, Body, Conclusion format…

1.Introduce

the Topic or what you are going to say.

2.

In the

Body

, add a few Supporting ideas to build further.

3.

End with appropriate

Conclusion.Slide17

Storage System 2

WHPI…

1.What

… Begin with the End/Conclusion….

2.How

….How do we support the Conclusion..

3.Prove It

…. Using examples/Case Studies/Statistics.

4.Conclude

with… I hope I have been able to…..(use conclusion used in the beginning).Slide18

Storage System 3

Time Sequence…

1.Start with Reference/Relevance to

The Past

…

2.

Continue with Reference/Relevance to

The Present…

3.

Project

The Future

(With Personal Touch).Slide19

Storage System 4

+ve , -ve, personal touch

1.

Introduction with

+ve (advantages/strengths).

2.

Continue with

–ve (disadvantages/weaknesses).

3.

Give your

Personal opinion

based on how you’ve evaluated the

+ve

and

–ve.Slide20

2)

“How to Speak.”

Guidelines

…

Speed

Clarity

Punctuation

Pronunciation

Familiarity

Fluency

ExpressionSlide21

Speed

Speed

….number of

words per minute.

While Most Indians speak at

170 to 180 wpm,

their foreign counterparts speak at

110 to 120 wpm.

Slowing down on rate of speech

is the first step towards better speech.Slide22

Clarity

Clarity

…if

audible & free of distortion

.

Speech should be

loud

enough to carry to all the listeners.

Voice

Clarity

can be mastered with regular practice.Slide23

Pronunciation

Pronunciation

…

.

Always remember that English is not

"phonetic".

That means that we do not always say a word the same way that we spell it.

Use

a Good

Dictionary

or work with your

Trainer

to Correct

pronunciation.Slide24

Punctuation

Punctuation…use of various kinds of pauses.

Pause

at Full Stops.

Pause

at Commas.

Pause

at Semi colons.

Pause

at Interjection marks.

Pause

at Question marks.Slide25

Familiarity

Familiarity

with

words used.

Learning new words…

Using known words in new contexts…

Understanding contexts and situations before reading again..Slide26

Fluency

Fluency…Able to express easily.

Developing

Fluency

is a matter of having all the other parameters in place.

Fluency

indicates that a comfortable working ability with the language has been established.Slide27

Expression

Expression…transforming of ideas into

words

Expression

of different feelings with words,word stress, tone, pitch and inflection.Slide28

Non-Verbal Communication

NVCSlide29

Definition of NVC

“

All communication other than that involving words and language”

This is fine but could include everything from animal communication to

films.

For our purposes we will use a more restricted definition:

“Bodily communication, other than words and language”Slide30

Forms

Different categories (or types) of NVC

The functions (or uses) of NVC

Before we do this, we need to establish some general points about NVC and its relationship to language and cultureSlide31

Relationship between NVC, Language & Culture

When travelling, we do not, on the whole, make the assumption that everyone will understand our first and preferred language

Most of us accept we must either learn a new language or rely entirely on verbal signals for communication

We assume we will have no difficulty in decoding non-verbal clues

We need to be aware of the enormous range and diversity of non-verbal behaviourSlide32

NVC, Language & Culture

Even in the secure territory of your own familiar culture, care is needed in the interpretation of non-verbal clues

Jumping to conclusions about meanings of non-verbal clues can be dangerousSlide33

Categorisation of NVC – Paralanguage

Paralanguage consists of the non-verbal elements that accompany speech. It includes:

The way we speak (also known as prosodic features)

Volume, pitch, intonation, speed of delivery, articulation, rhythm

The sounds we make other than language

Laughter, crying, yawning, sighing, screeching, coughing

Filled pauses such as ‘

Mmmm

’, ‘

Ahhh

’, ‘

Ummm

’

Unfilled pausesSlide34

Categorisation of NVC – Physical Appearance

Clothing, hairstyle,

make-up,

jewellery, tattoos, piercings, glasses, facial hair, accessories such as bags

You only have to think of the huge industries associated with the above examples to recognise the cultural significance of physical appearanceSlide35

Categorisation of NVC – Physical Appearance

Many societies had (and some still do have) highly regulated codes of dress, often linked to rank and status

It

is the body’s capacity to communicate aspects of an individual’s identity which makes us so aware of our physical appearanceSlide36

Categorisation of NVC – Physical Appearance

Self expression in contemporary culture is also

limited

by requirements to wear uniforms or to observe

dress codes

Not necessarily restricted to schools and public services

Many corporations and organisations expect employees to communicate a

corporate rather than an individual identitySlide37
Slide38

Further Categories of NVC - Activity

_ Body

movement (kinesics)

Closeness (proxemics)

Touching

Eye

movement

SmellsSlide39

Body Movement - Kinesics

Gesture, facial expression, posture, head nodding, orientation

Emblems – gestures with specific cultural meanings attached

Illustrators reinforce words of speakers

Adapters are unconscious gestures to relieve stress or boredom

Posture is heavily laden with value judgementsSlide40

Closeness - Proxemics

Study of how we use space and distance

Includes seating arrangements, queuing and territoriality

Ideas of ‘personal space’, ‘invasion of personal space’ and ‘comfort zones’

Use of objects as ‘markers’ to indicate ownership of spaceSlide41

Proxemics Slide42

Touching -

Haptics

Physical contact such as

holding,

stroking, shaking hands, guiding

Linked to proxemics

Touch is very important in our early development

Many rules and taboos regulating physical contactSlide43

Eye Movement

Eye movement, length and direction of gaze, changes in pupil size

We are hypersensitive to information imparted by eyes

Can be argued eyes reveal the truthfulness of what is being saidSlide44

Smell

Humans do not have a particularly well-developed sense of smell compared with other species

Perfumes and deodorants send powerful messages, as can the natural body odours we try to suppress

A rapidly growing industry has developed around the use of smellsSlide45

Complex Messages

Rare for these non-verbal codes to operate in isolation from one another, or separately from language

We create and perceive messages using signs from a range of verbal and non-verbal codes

To make this even more complex, these signs and codes to not always pull in the same directionSlide46

Communicative Competence

A

competent communicator will

:

Recognise and use different verbal and non-verbal styles as they are suited to different social situations

Recognise the

relation between verbal

and non-verbal elements in communication

Compensate for possible misinterpretations in communication with othersSlide47

The Functions of NVC

Communicating feelings, emotions and attitudes

Replacing and regulating language

Other FunctionsSlide48

Communicating Feelings, Emotions and Attitudes

NVC has a particularly important role in establishing and maintaining relationships, otherwise known as an

affective function

We rely more heavily on NVC in this area of personal communication

Looks, glances, changes in orientation allow others to know what sort of relationship we want to have

We use NVC to establish a mutually acceptable level of intimacySlide49

Replacing & Regulating Language

The role of NVC in inflecting the meaning of a sentence can be explored by ‘performing’ the following sentence in different ways

Well, I really enjoyed the party last night.Slide50

Replacing & Regulating Language

Paralinguistic features, such as pitch, tone and emphasis

Throw in other non-verbal cues such as eyebrow lifting or illustrators such as the use of the index and first finger of both hands to indicate inverted commas around a word

Number of potential meanings rapidly increasesSlide51

Replacing & Regulating Language

Non-verbal cues also make a significant contribution of conversation management

Rules of turn taking allow us to have coherent discussions without constantly talking over the top of each other

Paralanguage, gaze, eye contact and head movement all play a part

It’s a set of rules that takes some time to grasp

Women typically have a more cooperative conversational style whereas men tend to provide less non-verbal feedbackSlide52

Other Functions

Many other uses to which we put our non-verbal codes including:

- self expression

- group membership

- persuasion

- indicating role